Role Purpose
The HR Services Manager is responsible for the effective design, coordination, and delivery of Bridgemead's De Facto HR model and HR outsourcing services across multiple client organizations.
This role ensures that Bridgemead operates as a fully embedded HR partner to client
organizations, providing end-to-end HR service delivery and workforce management.
The role combines client-facing HR execution with structured operational oversight to ensure consistent service quality, compliance with HR standards, and strong client satisfaction across all engagements.
It is central to the successful delivery of Bridgemead's HR service offering and the scalability of its outsourced HR model.
Key Responsibilities
De Facto HR Service Delivery (Primary Focus):
Serve as the embedded HR function for assigned client organizations under Bridgemead's De Facto HR model.
Oversee end-to-end employee lifecycle management including onboarding, performance management, employee relations, and offboarding.
Provide day-to-day HR advisory support to client leadership and line managers.
Ensure consistent implementation of HR policies, procedures, and frameworks across client environments.
Manage employee relations matters, ensuring timely, fair, and compliant resolution of issues.
Identify and escalate workforce risks and HR-related concerns where necessary.
HR Outsourcing Service Management
Coordinate the delivery of HR outsourcing services across assigned client accounts.
Oversee recruitment, onboarding, deployment, and management of outsourced personnel.
Monitor attendance, performance, and compliance of outsourced staff across engagements.
Act as the primary liaison between outsourced employees and client organizations.
Ensure service delivery aligns with agreed expectations, standards, and operational requirements.
Support continuity and stability of outsourced workforce operations.
Client Relationship:
Serve as the primary HR operational contact for assigned client organizations.
Manage HR-related communication, meetings, and follow-ups with client stakeholders.
Handle client escalations and support resolution of workforce-related concerns.
Ensure consistent and professional client experience across all HR engagements.
Recruitment & Workforce Coordination:
Support end-to-end recruitment processes for client organizations and outsourcing needs.
Partner with stakeholders to define job requirements and hiring specifications.
Coordinate recruitment activities to ensure timely and efficient hiring outcomes.
Support workforce planning and staffing allocation across client accounts.
Maintain accurate records of recruitment pipelines and staffing status.
HR Operations, Compliance & Reporting:
Maintain accurate and up-to-date HR records across all client accounts.
Ensure compliance with applicable labor laws and internal HR policies.
Support payroll coordination and HR administrative processes where required.
Track HR metrics including staffing levels, turnover, and employee engagement indicators.
Prepare periodic HR reports and operational updates for management review.
Process Improvement & Service Excellence
Identify gaps in HR service delivery and recommend improvements to processes and systems.
Support standardization of HR templates, tools, and workflows across clients.
Contribute to improving efficiency, consistency, and scalability of HR service delivery.
Provide insights based on client workforce data and HR trends.
Key Performance Indicators (KPIs)
Client satisfaction across HR service delivery engagements
Timeliness and quality of HR lifecycle processes (onboarding, offboarding, etc.)
Recruitment turnaround time and quality of hires
Compliance with HR policies and labor regulations
Accuracy and timeliness of HR records and reporting
Performance and stability of outsourced workforce
Resolution time for employee relations cases
Retention and engagement levels across client accounts
Qualifications and Experience
Education:
Bachelor's degree in Human Resources, Business Administration, Industrial Relations, or related field
Professional certification (CIPM, SHRM, CIPD) is an added advantage
Experience:
4 - 7 years of progressive HR experience in operations, consulting, or HR service delivery
Experience in a multi-client, outsourcing, or HR consulting environment is highly desirable
Strong background in employee relations, recruitment, and HR operations
Demonstrated experience in client-facing HR roles is an advantage.
Skills and competencies:
Core Skills:
HR service delivery and lifecycle management
Employee relations and workplace conflict resolution
Client relationship and stakeholder management
Recruitment and workforce coordination
HR compliance and policy implementation
HR data tracking and reporting
Personal Attributes
Strong sense of ownership and accountability
High professionalism and discretion
Structured, process-driven mindset
Strong communication and interpersonal skills
Ability to manage multiple client accounts effectively
Solution-oriented and calm under pressure.